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I am writing to express my significant dissatisfaction with the service I have received from Cell C. As a long-standing customer for 16 years and a Vodacom manager, I am disheartened by the numerous issues I have encountered recently.
On Tuesday, February 4, 2025, I was contacted by one of your upgrade consultants, who informed me that my lines were due for an upgrade. I asked the consultant for clarification on when these contracts expired, and she confirmed that both numbers, [protected] and [protected], had expired in May of last year. I urge you to review your call recordings to confirm this information. Based on this, I requested to cancel the contracts, but was misinformed that I should contact customer care directly to proceed with the cancellation. This incorrect information marks my first disappointment.
Following this, on February 6, 2025, I contacted customer care to cancel both lines. The consultant transferred me to the retention team, where I spoke with a lady (whose name I unfortunately did not catch). However, as calls are recorded, tracking the interaction should not be difficult. During the call, I requested to cancel the [protected] line. The consultant offered me a 30% discount, which I inquired about. When I asked if this was the highest available discount, she confirmed that it was, and that a 50% discount previously offered had expired in January. The consultant then made a highly inappropriate and racist comment, suggesting that such discounts were "only for rich people." She tried to backtrack and claimed that the discount was available to all customers, but the damage had already been done. This comment was rude and insulting, and I expect immediate action to be taken against this consultant for her behaviour. This constitutes my second disappointment.
Further, when I asked the consultant for the details regarding my monthly payments on both lines and requested to cancel the line with the higher payments, she advised me that one line was not eligible for cancellation until March 30, and that I would need to call again on March 1 to cancel. However, this contradicted the information I had received from the upgrade consultant. Eventually, the consultant confirmed that the contract for [protected] had indeed expired in May last year. She then stated that I would need to submit a 30-day notice for cancellation, meaning my contract would switch to prepaid on March 6, and my last debit would be processed on March 30. I was perplexed by this explanation, as it seemed illogical that I would continue to be billed in full despite the contract’s expiration and benefits depletion. According to the agent, this is Cell C’s policy.
As a loyal customer of 16 years, I find it troubling that I was unaware my contract expired in May 2024. I have never received an invoice for these two numbers, unlike my main number ([protected]), where invoices are consistently sent. This failure to send monthly invoices left me unaware that I had been billed beyond the agreed 24-month contract term for the past nine months without my consent. A 24-month contract is a binding agreement, and once that term ends, I should not continue to be billed unless explicitly informed or authorized to do so. The consultant explained that Cell C assumes clients may still need their contracts after the 24 months expire, but I find this policy to be problematic. There was no communication from Cell C regarding the end of the contract or any requests for continuation. I have been charged for a contract that ended in May 2024, with the benefits unused, and I request that this issue be addressed. This marks my third disappointment.
Additionally, I would like to address an issue with an unexpected debit. On December 27, 2024, I was debited without any prior notification or option to opt out, causing my account to go into overdraft. This unapproved debit negatively impacted my bank account, leaving me with an overdue balance, and was an unnecessary inconvenience during the holiday period. This, once again, highlights a failure in Cell C's customer service and billing practices.
In conclusion, I urgently request the following resolutions:
Immediate cancellation of [protected] at the end of this month and a refund for the 9 months of overbilling since the contract expired.
Immediate cancellation of [protected] without any penalty, as I was misinformed by the agent about the contract expiration. I hold the agent accountable for the false information provided.
I trust that you will address these issues promptly and ensure that appropriate actions are taken. I look forward to your swift feedback and resolution.
My contact details below:
Lisa Rambharose
[protected]
